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The Ultimate Guide to Outsourcing Call & Chat Answering

The secret sauce to outsourcing lies in the perfect balance of cost-effectiveness and optimization of performance. What’s better than a win-win situation, where you get high standard, quality performance while paying lower costs?

The truth is, businesses of all sizes are benefiting from outsourcing their customer service support to contact centers that are experts in optimizing the customer experience. Businesses can improve their profit margins dramatically by outsourcing phone and chat answering to offshore operations.

Since the COVID-19 pandemic, hiring remote workers has become a norm- and outsourcing has grown to compensate for the unprecedented challenges in hiring.

Why do companies outsource?

Not enough quality applicants

When companies are growing, it can be difficult to scale operations when you need quality manpower. You may have become desperate, hiring sub-par performers - which can be detrimental to your brand loyalty.

High Turnover

Not only are you having difficulty hiring, those employees you do sign on out of desperation aren’t sticking around. This can be frustrating for your training team and HR.

Lower expenses

The endless cycle of hiring, quitting/firing, back to hiring can be costly. Outsourcing can eliminate the headache by offering easy onboarding of 1-30 agents at a time. You can also eliminate the high costs of equipment, utilities and other in-house employee costs that you’d dodge. Running your own contact center is costly and takes focus and funds away from other parts of the organization you could be investing in. Let the experts handle your support.

Choosing an outsourcing partner

It’s important to look out for a few key factors when choosing an outsourcing partner:

1. Can they do the job?

    • What software and applications are they familiar with?
    • Can they meet performance expectations?
    • What is the training process like?


Pac Biz Contact Center Outsourcing provides experienced agents of various skill levels. Through advanced personality testing software our recruitment process places the best agents in the best-fitting roles to drive success. Our training department calibrates standards with each client’s preferences during onboarding to ensure expectations are met.

From transportation, to eCommerce, even virtual assistants and many other roles that can be filled remotely, Pac Biz is driving growth through excellent customer experiences.

2. How do they communicate with the local team?

    • Can agents attend and contribute meaningfully in meetings?
    • How do they problem solve?


Pac Biz agents become part of the team seamlessly, as they are actively involved in staff meetings with supervisors addressing agent performance goals and using motivational approaches to drive success.

3. Scalability

    • Do they have the ability to grow with your company?


Pac Biz can onboard 1-30 agents at a given time. Many clients opt to increase their manpower during seasonal peaks with ease, as well as regularly benefiting from easy vacation and sick coverage.


4. Are they operating ethically?

    • Sometimes, offshore contact centers may be able to offer services at extremely low prices. While this might seem too good to be true, it usually is. Beware of unethical companies that do not compensate their workers as they should.


Pac Biz owes all success to the amazing agents. We value our team and one of our biggest core values is Family and Personal Growth. Our company culture is filled with fun, work-life balance, celebrating milestones, and competitive compensation. You’ll feel like part of the family when you’re a client, with many making regular visits to the office in The Philippines (which makes for a great business/pleasure combination trip!).

Eric Mulvin

Phoenix, Arizona, USA
Founder + CEO of Pac Biz

Let’s connect

Get in touch with Pac Biz today! Pac Biz Contact Center Outsourcing is American owned, operating in The Philippines and Mexico (Spanish Support). Set a meeting with owner Eric Mulvin, located in Phoenix, Arizona – available for Zoom or in-person (Phoenix or LA area). We currently serve companies in The United States, Canada, The United Kingdom, and more.

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